Barraclough & Stiles Opticians

Jonathan Winchester (Left) and Jeremy Heynes, of opticians Barraclough & Stiles. Photo: Kate Howell

In 2008 Barraclough & Stiles Opticians celebrated 50 years of servicing the East Sussex public with their exceptional eye care. Not content with a loyal customer base and receiving numerous letters from happy customers, they decided they needed to further improve the customer experience throughout their business.

In 2006 they saw Jonathan Winchester speak at the Entrepreneurial conference, run by OBC, at the Grand Hotel in Eastbourne.

“When we heard Jonathan talk about his experiences and how mystery shopping can help a business improve customer loyalty and satisfaction we felt we had to learn more about mystery shopping”, commented Jeremy Heynes of opticians Barraclough & Stiles.

“For the past 12 months a program has been running throughout the six stores which has galvanised the teams to ensure they do all they can to make sure that every customer is always impressed with the experience they receive in any one of our stores”.

“The Shopper Anonymous program has worked really well. The staff now feel any customer could be a mystery shopper and this keeps all of the teams on their toes. The program and support we receive is first class”.

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